Technical Support Analyst: Customer-Focused Troubleshooter

Socket.dev; North Carolina; On-site; USD 42,000 - 54,000; Full time

Job summary

ECRS is seeking a Technical Support Analyst in Boone, NC to troubleshoot and resolve a broad range of application issues for customers using remote support and ticket documentation.

You will collaborate with team leads, development, QA, and sales to ensure superior product and support delivery. This role requires after-hour on-call shifts and a strong focus on customer service and professional conduct.

Qualifications

• Intellectually curious, hardworking, ethical, and energetic.
• Must live in Boone or nearby and work in the office five days a week.
• Basic IT skills and a genuine love for technology.
• Experience with technical help desk procedures, customer service, or retail operations.
• Basic knowledge in at least one of the following: installing, operating, testing, planning, and configuring relevant technologies.
• Intermediate to advanced root cause analysis and troubleshooting skills.
• Experience with PC hardware/software repair and correction.
• Basic understanding of retail environments and operations.
• Strong work ethic, professional attitude, and a team player.
• Strong written, verbal, and personal communication skills.
• Top-tier customer service skills with a drive to produce high-quality work.
• Ability to manage multiple priorities with flexibility to meet changing needs.
• Technical certifications are a plus: Qualified Integrated Reseller, CompTIA A+, CompTIA ITF, CompTIA Network+.
• Proficiency in Spanish is a plus.

Responsibilities

• Provide excellent technical support to ECRS customers by providing the fastest possible resolution while maintaining empathy, courtesy, and professionalism.
• Provide troubleshooting and root cause analysis services to ECRS customers with a current Support contract.
• Monitor support issues to report software inefficiency and trends.
• Analyze and support technical documentation.
• Work closely with the Team Leads, Escalation Manager, Development, QA, Sales, and other teams to ensure that we are delivering overall superior products and support to our customers.
• Model professionalism through conduct and attitude.
• Provide identification, prioritization, and resolution of customers' technical support issues.
• This position requires that you work at least 3 quarterly after-hour on-call shifts.

Skills

Customer service

Technical support

Problem solving

Root cause analysis

On-site work

Team collaboration

PC hardware repair

Spanish

Communication

Multi-tasking

Job description

ECRS is seeking a Technical Support Analyst in Boone, NC to troubleshoot and resolve a broad range of application issues for customers using remote support and ticket documentation.

You will collaborate with team leads, development, QA, and sales to ensure superior product and support delivery. This role requires after-hour on-call shifts and a strong focus on customer service and professional conduct.